Briefly explain how the problem occurred

Assignment Help Management Theories

Reference no: EM131904366

Question: Bad News to Customers: A Typhoon Disrupts Cruise Ship see format below

Two late-season typhoons severely disrupted a cruise of the Diamond Princess, a 2,600-passenger cruise ship on a 16-night voyage with scheduled stops in Singapore, Hong Kong, Shanghai, and other Asian ports. It had to cancel port calls in Vietnam, at Okinawa, and at Taipei, Taiwan.

Many passengers protested that the ship could chart a path around the storm. One attorney got into a shouting match with the captain and demanded to show the captain how to navigate around the storm. As the ship approached its final port, near Beijing, a few passengers threatened to barricade themselves in their staterooms unless than got $1,000 in ship credit and a future free cruise.

Resistance collapsed when the captain noted that the Beijing police would probably not be in the mood for negotiation. A spokesperson for the cruise line said that she understood how disappointed passengers were at missing some ports, but in the end "it's all about passenger safety."

To appease the angry passengers, ship personnel authorized a $250 credit for each passenger toward onboard spending. Still unhappy, many returning passengers wrote letters to the ship owners demanding a full refund.

Your Task.Write a form letter that can be used to respond to unhappy passengers. Address the first letter to Mrs. Erica Evander, 2408 Fairview Road, Costa Mesa, CA 92629. The cruise line flatly refused to refund any payments, but it would give a 50 percent discount on a future cruise. Use block style and sign your name with an appropriate title.Also, your letter needs to follow the format for bad news as stated below!

The format for bad news form letters is:

· Agree: Sender should validate the customer's concern by agreeing it is a legitimate problem.

· Apologize: letter should offer a sincere apology about the events that transpired.

· Accept responsibility: Sender should accept blame for the problem instead of suggesting that fault lies elsewhere.

· Explain: Briefly explain how the problem occurred.

· Promise: Suggest that the company is making changes to prevent the problem from happening again.

· Look ahead: Express eagerness and positivity about doing business in the future.

Reference no: EM131904366

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